About the Role
Connect is one of the premier and fastest selling products at Sutherland, providing a full omni-channel, Contact Center as a Service solution for our clients. We are looking for an experienced Sr. Product Delivery Manager to join our growing team and drive the delivery of Connect products and services through the full development lifecycle.
The Product Owner sets product vision and roadmap direction. From that point the product is yours through delivery: shaping requirements into a solution that can actually be built, making the trade-off calls that decide what ships and what defers, driving the build, running QA and UAT,and getting the product released and ready to deploy. Client deployments are run by the project management organization,and you support them as the product authority. At times this team carries the deployment directly. This is not a coordination role. You are expected to apply product judgment on scope, design,and release readiness,and to carry the professional standing that earns you the respect of engineering, operations,and clients.
Real contact center expertise is essential. You will make product and delivery decisions daily on omni-channel routing, telephony, agent desktop, recording, reporting,and integration behavior. You need to know how a contact center runs well enough to recognize when a design will not hold up against real routing, peak volume, or a failover,and to make that case to engineering. Candidates must have delivered products or capabilities on a contact center platform.
You will join a team of Product Delivery Managers reporting to the Head of Product Delivery. Delivery work is shared across the team, so you will coordinate with your peers on dependencies, shared components, release trains,and release order,and help shape the standards the team works to. The role has no direct reports and depends on working effectively across architecture, engineering, QA, project management, implementation,and operations. This is a remote position based in the United States. The team works US business hours, primarily Eastern Time and extending to Pacific Time,and that must be your normal business day. This role cannot be worked as an offset shift from another region.
Requirements Intake & Delivery Planning
Take product direction and priorities from the Head of Product Delivery and shape them into a delivery plan, including where the approach has to change to hold up in a live contact center.
Review requirements for clarity, completeness, testability,and feasibility. Take gaps, conflicts,and ambiguities back to the Head of Product Delivery and resolve them before work starts.
- Separate client-specific configuration from core product capability,and flag anything that would change product direction for the Head of Product Delivery-
- Escalate scope, capacity, or timeline conflicts to the Head of Product Delivery with options and a recommendation-
- Maintain accurate delivery status and raise risks, issues,and blockers early with a recommended course of action-
- Make the scope calls inside a release: decide what ships and what defers based on defect risk, client impact,and production readiness-
- Give the Head of Product Delivery a go or no go recommendation supported by test results, open defects,and known risk-
- Support the project management organization on client deployments as the product authority,and lead the deployment directly when this team carries it-
- Stay engaged through hypercare on the product side, working with operations and support until production issues and post-release fixes are closed-
- Turn production performance, defect trends,and delivery lessons into roadmap direction and bring it back to the Head of Product Delivery,and manage delivery of enhancements, maintenance releases,and version upgrades-
- Effective in a fast-paced hybrid Agile environment with shifting priorities-
- Builds durable working relationships across engineering, QA, operations,and client teams-
- Prior time inside contact center operations, such as a supervisor or workforce role, alongside technology delivery-
- Relevant certifications such as CSPO, CSM, SAFe, or PMP, or a platform-specific contact center certification-
